The Art of Great Service and When We Stopped Listening

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Years ago, I led a customer service team for a well-known telecommunications company in the UK. Despite its size, one thing that was always drummed into us was that no matter what the problem, have empathy with the customer and acknowledge that any verbal attacks are aimed at the company, not us. It did the [...]


Great Customer Service or Great PR?

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So, Morton’s Steakhouse is making waves online at the minute, due to them delivering a steak to HARO founder and social media guy Peter Shankman. If you’ve not heard it, the story in a nutshell is this – Peter faces a long flight home and is hungry, so tweets to Morton’s that he’d love a [...]


A Quick Thank You to Evan Carmichael and Team

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When something goes wrong, how it’s resolved says a lot about the person or business. It can mean the difference between being perceived as not caring about your customers or users, or showing that you recognize your userbase is a key part of your success. Evan Carmichael and team fall squarely in the latter category. [...]